EV Observe - Ticketing Integrations - Cross-Reference Mapping File

Last modified on 2024/04/05 11:58

The cross-reference mapping file is a CSV file used by ticketing integration performed in automatic integration mode or driven integration mode to create and synchronize tickets between a third-party product (ITSM) and EV Observe.

It is used to load values in the fields used by the integration and to define mapping rules.
       Mapping file - Standard fields.png

Notes

  • Mapping rules include criteria and values.
    • They are run in descending order (from top to bottom).
    • The criteria are cumulative (AND operator).
    • If one of the criteria contains multiple values, you must separate them using the comma.
  • To add a line break, use the following syntax, <br> or <br/>.

example  comment:  test <br> test

Caution

  • The format of the cross-reference mapping file must be CSV - UTF8, with the semi-colon delimiter.
  • Each unspecified field that is not mandatory in the cross-reference mapping file will correspond to Select All.
  • Configure the connector for the third-party product (ITSM). Open url.png See the procedure
    • If fields configured as mandatory in the connector are not specified in the cross-reference mapping file, ticket creation will be blocked.
    • Fields configured as hidden in the connector will be included in the integration.

Best Practice

Description of the cross-reference mapping file

Field Type Multiple values Description Is Required Notes
company id ID Applies to all CIs on the site, subsite or IT service company If you do not specify this field, all companies will be included.
status Array of Int Yes HARD state:
  • 0 = OK
  • 1 = Warning
  • 2 = Critical
  • 3 = Unknown
Yes
  • Only the specified values will be included.
  • Use the comma to separate the different values.
type Int Type of CI:
  • 0 = Host
  • 1 = Service
  • 2 = User service
name Array of Alphanum You can use regular expressions.
example All servers = SRV.*
If you do not specify this field, all values will be included.
element id Array of ID Yes ID of the CI
service template Array of ID Yes Included if type = Service
host category Array of ID Yes
business impact Array of Int Yes Business impact of the CI in EV Observe:
  • 0 = Low
  • 1 = Medium
  • 2 = High
tags Array of ID Yes List of tags used to filter CIs. A CI is included if it has all of the tags (AND operator).
  • Use the comma to separate the different tag IDs.
  • If type = service, parent host tags will be included.
team Array of Alphanum Yes Team name (Assignment group)
subject Array of Alphanum Subject (short description) You can use certain product variables. Open url.png See the list
comment Array of Alphanum Description You can use certain product variables. Open url.png See the list

List of variables that can be used in the subject and comment fields

Variable Description Notes
2023.3 (5.4)+
$CI_LINK$ Direct link to the EV Observe CI (host or service) You must first configure the platform URL by selecting Administration > Application > Style > Platform URL in the menu.
$HOST_STATE$ String indicating the current state of the host, i.e. UP, DOWN, UNREACHABLE
$HOSTNAME$ Host name
example SRV-AD
$OUTPUT$ Output text from the last host check or service check
example Ping OK
$SERVICE_STATE$ String indicating the current state of the service, i.e. OK, WARNING, UNKNOWN, CRITICAL
$SERVICENAME$ Service name
example MS-WIN-RAM
$USERSERVICE_STATE$ String indicating the current IT weather for services, i.e. OK, DEGRADED, UNKNOWN, DOWN
$USERSERVICENAME_fr_FR$

$USERSERVICENAME_en_US$

Name of the IT weather This variable is translated depending on the language used in EV Observe.
2024.1 (5.6)+
$HOST_CATEGORY_NAME_en_US$

$HOST_CATEGORY_NAME_fr_FR$

Content of the Category field in the Details form of the host This variable is translated depending on the language used in EV Observe.
$HOST_COMPANY_NAME$ Parent company of the host associated with the service
$HOST_DOCUMENTATION$ Content of the Documentation field in the Details form of the host
$HOSTADDRESS$ Host address This value is taken from the address parameter in the host definition.
$TAGS_fr_FR$

$TAGS_en_US$

Content of the Tag field in the Details form of the host This variable is translated depending on the language used in EV Observe.

Management of specific fields

Depending on the ticketing integration, you may be able to add fields specific to the third-party (ITSM) REST API in the cross-reference mapping file.

Please refer to the relevant integration documentation. Open url.png See the List of ticketing integrations 

example  Fields specific to integration with ServiceNow

          Mapping file - Additional fields.png

Example of the file

  Cross-reference mapping file

Tickets will automatically be created when the status changes to Critical for service CIs whose tag ID is ID 2187.

Tags:
Powered by XWiki © EasyVista 2024